Doug Kuskopf-Dallas, Managing Director,
Integrity Brands Pty Ltd
(formerly Group General Manager, Discount Drug Stores)
“When I was heading up the pharmacy group in recent years, I engaged Glenn (The Next Level) and we implemented some of his training program. This was successful in creating a change of mindset and change in workflow which in turn allowed our pharmacists more time to implement programs and consultations with customer and patients. This served to further shift the group’s focus to health services that could deliver better health outcomes for patients and allowed pharmacist to be reimbursed for dedicating more time to health services. Any significant change in business focus and operational workflow like this is a challenge. Nonetheless it was well accepted by the majority of the owners and we managed a result that saw the group deliver far greater number of health services and earn revenue from reimbursable patient programs 14% above the national average. The most progressive members achieved results around 20% above the national average.
Whilst we did many things to get this great result, Glenn’s training program was a fundamental cornerstone to the success.”
Stephen Hughes, Director
Moorooka Pharmacy, QLD
“The Next Level conducted an audit of our workflow and pharmacists’ activity in March 2015. The information received from this audit and the “structural solutions” advice was then used in a minor renovation to the pharmacy resulting in a large improvement of workflow and efficiency.
In 2018/2019 we then undertook the Next Level training program which all of the staff benefited from and resulted in tangible improvements in sales.”
Christine Richardson, Proprietor Pharmacist,
Priceline Pharmacy, Fairfield Central.
“If I could summarise why The Next Level’s training is so different and beneficial in a nutshell, it is because it gives us skills to really make a deep and emotional connection with our customers. A connection beyond the norm of the product, price and advice.
We are seeing results in the shape of sales and profit growth, customer loyalty and increased career satisfaction for our team.”
Marta Stybowski, General Manager,
“Our sister company, Willach Pharmacy Solutions, have been using the services of “The Next Level” for a number of years. Our colleagues at Willach have recognised the independence and thorough rigour of science behind The Next Level’s capability to audit, measure and benchmark any pharmacy’s script processing and customer engagement. At Pharmacium, we have similar needs – to assist pharmacies to identify their key areas for improvement and be able to independently measure the benefit that our services can offer a pharmacy team. But we needed a modified version of The Next Level’s standard auditing and reporting to meet our unique requirements. The Next Level were only too willing to collaborate with us and then to invest in their own “IP” to come up with a unique audit/report that suited our needs perfectly. We have used their tailored-for-us service continuously since 2017 and the ability to be able to score our clients performance in these critical customer service areas, and to show our clients how they compare to the Australian benchmarks has been invaluable for the service and value that we add.”
Janet Sirvio, Pharmacist/Owner,
Beenleigh Discount Drug Store.
“If you take the time to embrace the program, do the work required and understand that this is a program that requires behavioural change, so will not happen overnight, but with regular training and support it is going to have a big impact on your bottom line overall. We have experienced a 15% pro-rated increase in health category sales since the program’s inception. One of our team describes the program as “A very informative and intensive training system that will take a while to implement fully in store but has already changed my way of thinking when I am talking with a customer… Doing this I can see results and it reinforces how worthwhile it will be to change my approach when I interact with every customer.”
Mina Boutros, Managing Pharmacist,
Terry White Chemmart Narre Warren.
“I highly recommend Glenn Guilfoyle and his professional team to all pharmacy owners who would like to truly take their pharmacy to the next level . On both business parameters and professional aspects the team at Next level are capable of offering a tailored plan of action based on a scientific proven analysis through their program to help your pharmacy team maximise on all missed opportunities”
Nicky Muscillo, Pharmacist/Partner,
Terry White Chemmart Coorparoo.
“With Next Level’s services, we were able to gather exciting data, helping to direct the right resources to the right places. In the end the customer, the team and our pharmacy reaped the benefits”
Nick Logan, Pharmacist/Owner
Pharmacist Advice, Artarmon Inner Sydney
“The Next Level was able to accurately and quantitatively measure and report the length of our quality interactions with consumers. This enabled us to improve our service and profitability”
Christine Richardson, Pharmacist/Owner,
Amcal, North Queensland
“It may be tempting for some pharmacies to only want to focus on the most “obvious” metrics such as “script waiting time” or “customer retention” and some may have the belief that it’s enough to just measure these. I think one of the reasons why TNL’s analysis is so effective is because the process recognises that a customer experience is dependent on many different (and some less obvious) variables and how these variables relate to each other. Any less thorough investigation would likely result in short-term “band aid” solutions or benefits but would not enable the level of change required to produce lasting results as TNL does.”
Albert Yeap, Managing Pharmacist
Priceline, The Glen.
“I would like to thank Glenn and his team for the experience, mentoring everyone at Amcal Max in the skills to increase patient engagement and focus. Also to add, the acronyms used during the patient engagement and consultation process were amazing. Pharmacists have reported a better experience being more engaged with patients, rather than the computer and it made the business model more sustainable.”
Good Price Pharmacy Warehouse, QLD.
“The NEXT level audit and then changes to the store have been extremely beneficial. They have help in changing to a forward pharmacist culture at our Mt Gravatt store. Our customers have responded very positively to increased pharmacist engagement and this has therefore lead to increase in some key areas of the business. Hopefully as a store we can continue to change our culture and shift our pharmacy into a high engagement pharmacy.”
Michael Grace, Pharmacist/Owner,
“I thought both meetings were excellent. If we could introduce 10% of your suggestions I would be happy. But we will aim higher than that.”
Sherryl Munday, HSN Management Pty Ltd.
“My experience with Glenn and Next Level was sensational. The results I got were outstanding in the 10 stores I managed in terms of increased sales and profits and efficiency which in turned lowered my wages cost as a % of sales dramatically.”
Swaroop Sawant, Pharmacist/Owner
“Implementing the recommendations from The Next Level has resulted in us not only giving better advice and service to our customers but also a growth in sales for our business. Compared to the same time last year we have experienced a 14% improvement in health sales and an almost 50% increase in OTC items sold with scripts, and we believe this is just the beginning.”
Adele Dannals, Managing Pharmacist,
“Thankyou Glenn! It has been my pleasure to learn from you. Looking forward to talking to you in the future. Onward and upward!”
Robert King, Pharmacist/Owner,
Amcal Max Kanwal Village
“We are really now starting to see the benefits of our pharmacists being more engaged with customers…..a journey that all started with The Next Level and subsequently involved LEAPP.”
Carolyn Clementson, Professional Services Pharmacist,
GPPW Corporate Stores
“Glenn and his team have a warm and engaging style and our store teams have taken well to the program. We continue the rollout across the stores. The results of our own inputs integrated with The Next Level’s program have shown compelling performance. Overall script growth has grown an average of 10% and in those stores who have completed their sales training we are seeing an average 30% uplift in script add-on and OTC add-on sales.
We see The Next Level as an ongoing strategic partner and look forward to extending these results.”
David Gulland, Operations Insights and Innovations Manager,
HPS Corporate Office
“Thank you to Glenn and the team at The Next Level. You have done an amazing job. I hope to reach out in the future with some more projects”.